100% lettings valuation accuracy
29% lettings fee satisfaction
Sep 30,2016
Sep 30,2016
5
people found
this helpful
this helpful
I would like to give you my experience of how the Hera Management and EnerG Switch have treated me in my experience of getting the heat interface unit of my flat repaired.
I live in one of the flats in Streamlight Tower in Tower Hamlets and I want to you know what happened what I asked Hera to repair my Heat Interface Unit this past year. Hera Management is the property management company of my leasehold flat. The Heat Interface Unit in my flat which produces hot water and underfloor heating of my flat started to have problems in the summer 2015. Hera asked me to contact Swtich2 from EnerG myself to get an engineer to repair the HIU. I was charged almost £900 for the repair of the hot water and underfloor heating but I was given very poor service by Hera and Switch2 throughout. I have disputed this charge with Hera and Switch2 for over 6 months and I have already paid £481 of it. To this day both companies have not offered any resolution to my complaints. Now Hera has added the unexplained cost of £781 to my service charge without my permission which I am not sure where it comes from. It is on my account with only the description charges brought foward with no date next to it. I have emailed Hera many times to explain the cost and now they completely ignore me for several days and have yet to give me an explanation of this charge.
My experience was as follows:
I had no hot water from August 2015 and emailed Hera bout this. I thought that because the HIU is a property of the building and my flat was a leasehold flat Hera would pay for this repair. Hera in the summer 2015 asked Switch2 to send an engineer to look at my HIU without informing me they were coming to my flat. I missed the engineer and Hera charge me almost £200 for the missed visit. Only after complaining Hera withdrew the cost. From the beginning Hera had no control of the cost of the repairs done by Switch2 and Hera informed me they do not know how the cost of each repair was worked out by Switch2.
In December 2015 I still had no hot water and Hera forwarded me on to Switch2. Hera refused to liaise with Switch2 on my behalf and I had to personally ring Switch2 for an engineer. The engineer came and fixed the hot water in 10 minutes by twisting a small metal needle that was stuck by limescale. After this appointment I had to chase Switch2 many times for the invoice but they refused to send me the invoice and told me to liaise with Hera, at the same time Hera told me to chase Switch2 myself. Hera took several months to come up with the invoice of that one short visit and it was almost £170 for ten minutes work.
In Jan 2016 I had no heating. I had to call Swtich2 for an engineer as Hera by this time refused to contact Switch2 themselves. The same engineer came and was very rude. He leant on the cupboard door of the HIU unit and broke the hinge on my front door. He also stole 2 handtools that I placed next to the HIU and afterwards denied it and Hera has done nothing about this. He also made racist remarks to me throughout the visit and was quite rude. This engineer did not fix the HIU and said he needed to come back on a second visit with the replacement parts.
In the next visit 2 engineers came and they came late after 5pm. They were supposed to come to my flat between 1-5pm. I had taken a day off work to wait for them and because they worked after 6pm they charged me overtime for the visit even though it was their fault that they were late. As a result I took a day off work for nothing. They told me the first engineer had failed to spot another leaking part of the HIU unit and they had to come in for a third visit with the replacement leaking part. Another engineer came to replace the leaking part in the next visit.
The day after this visit I asked Switch2 to send an engineer back because the HIU unit was making a loud noise in the night. They sent an engineer who refused to inspect the unit. It was the same engineer who stole the handtools from my flat even though I asked Swtich2 to never send him again. The engineer stood at the door of my flat and refused to inspect the HIU and said the noise was normal and he left in 5 minutes. This visit Switch2 would later charge me almost £190 for this visit even though no work was done.
In the spring of this year Hera rang me to tell me the total cost of the work done is ~£900 which was totally unreasonable. It should not have been this high because Switch2 should have spotted all the leaking parts in the first visit and not taken 2 visits to spot what was wrong with it. They took 3 visits to fix my HIU when it should have taken 2. The breakdown they sent me of this total was extremely unclear and the invoice did not even have Switch2's company logo on it which was suspicious. In the breakdown of the cost apparently they charged me for the engineer's traveling cost per hour, they charged overtime per hour when it was not my fault they were late for work, also rounded up the total amount of hours they worked. A lot of the time when they were in my flat they weren't working but talking on the mobile.
I have sent letters and emails many times to explain the cost and to complain of Swtich2's poor service. But Hera has completely ignored my letters and now is adding unexplained charges onto my service charge. They have failed to do something about Switch2's poor service. Under my leasehold contract late payment of service charges will be charged interest but the repair cost HIU is still under dispute as they have not responded to my complaints. I already paid £481 which I worked out as the reasonable cost if there was no overtime labour charge because it was not my fault the engineers arrived at my flat late and extra visit the engineers required due to their incompetence.
I live in one of the flats in Streamlight Tower in Tower Hamlets and I want to you know what happened what I asked Hera to repair my Heat Interface Unit this past year. Hera Management is the property management company of my leasehold flat. The Heat Interface Unit in my flat which produces hot water and underfloor heating of my flat started to have problems in the summer 2015. Hera asked me to contact Swtich2 from EnerG myself to get an engineer to repair the HIU. I was charged almost £900 for the repair of the hot water and underfloor heating but I was given very poor service by Hera and Switch2 throughout. I have disputed this charge with Hera and Switch2 for over 6 months and I have already paid £481 of it. To this day both companies have not offered any resolution to my complaints. Now Hera has added the unexplained cost of £781 to my service charge without my permission which I am not sure where it comes from. It is on my account with only the description charges brought foward with no date next to it. I have emailed Hera many times to explain the cost and now they completely ignore me for several days and have yet to give me an explanation of this charge.
My experience was as follows:
I had no hot water from August 2015 and emailed Hera bout this. I thought that because the HIU is a property of the building and my flat was a leasehold flat Hera would pay for this repair. Hera in the summer 2015 asked Switch2 to send an engineer to look at my HIU without informing me they were coming to my flat. I missed the engineer and Hera charge me almost £200 for the missed visit. Only after complaining Hera withdrew the cost. From the beginning Hera had no control of the cost of the repairs done by Switch2 and Hera informed me they do not know how the cost of each repair was worked out by Switch2.
In December 2015 I still had no hot water and Hera forwarded me on to Switch2. Hera refused to liaise with Switch2 on my behalf and I had to personally ring Switch2 for an engineer. The engineer came and fixed the hot water in 10 minutes by twisting a small metal needle that was stuck by limescale. After this appointment I had to chase Switch2 many times for the invoice but they refused to send me the invoice and told me to liaise with Hera, at the same time Hera told me to chase Switch2 myself. Hera took several months to come up with the invoice of that one short visit and it was almost £170 for ten minutes work.
In Jan 2016 I had no heating. I had to call Swtich2 for an engineer as Hera by this time refused to contact Switch2 themselves. The same engineer came and was very rude. He leant on the cupboard door of the HIU unit and broke the hinge on my front door. He also stole 2 handtools that I placed next to the HIU and afterwards denied it and Hera has done nothing about this. He also made racist remarks to me throughout the visit and was quite rude. This engineer did not fix the HIU and said he needed to come back on a second visit with the replacement parts.
In the next visit 2 engineers came and they came late after 5pm. They were supposed to come to my flat between 1-5pm. I had taken a day off work to wait for them and because they worked after 6pm they charged me overtime for the visit even though it was their fault that they were late. As a result I took a day off work for nothing. They told me the first engineer had failed to spot another leaking part of the HIU unit and they had to come in for a third visit with the replacement leaking part. Another engineer came to replace the leaking part in the next visit.
The day after this visit I asked Switch2 to send an engineer back because the HIU unit was making a loud noise in the night. They sent an engineer who refused to inspect the unit. It was the same engineer who stole the handtools from my flat even though I asked Swtich2 to never send him again. The engineer stood at the door of my flat and refused to inspect the HIU and said the noise was normal and he left in 5 minutes. This visit Switch2 would later charge me almost £190 for this visit even though no work was done.
In the spring of this year Hera rang me to tell me the total cost of the work done is ~£900 which was totally unreasonable. It should not have been this high because Switch2 should have spotted all the leaking parts in the first visit and not taken 2 visits to spot what was wrong with it. They took 3 visits to fix my HIU when it should have taken 2. The breakdown they sent me of this total was extremely unclear and the invoice did not even have Switch2's company logo on it which was suspicious. In the breakdown of the cost apparently they charged me for the engineer's traveling cost per hour, they charged overtime per hour when it was not my fault they were late for work, also rounded up the total amount of hours they worked. A lot of the time when they were in my flat they weren't working but talking on the mobile.
I have sent letters and emails many times to explain the cost and to complain of Swtich2's poor service. But Hera has completely ignored my letters and now is adding unexplained charges onto my service charge. They have failed to do something about Switch2's poor service. Under my leasehold contract late payment of service charges will be charged interest but the repair cost HIU is still under dispute as they have not responded to my complaints. I already paid £481 which I worked out as the reasonable cost if there was no overtime labour charge because it was not my fault the engineers arrived at my flat late and extra visit the engineers required due to their incompetence.
Comment on agent fees
Building has no facilities like gym/garden other than 2 lifts and 12 hour concierge and they still manage to charge almost £200 per month for this in service charge.
Was this helpful?
Yes
Yes
Agent Response / Add a Comment
You can use this form to reply to the above review or a displayed comment on the above review.
Browse popular links for estate agents, letting agents and properties nearby
Latest Reviews
24th Nov 2023
reviewed by 'romfordflat'
24th Nov 2023
reviewed by 'The60YearOldColonel'
6th Jun 2021
reviewed by 'Lisa'
11th Jan 2021
reviewed by 'Linda'
19th Nov 2020
reviewed by 'Lynn'
12th Sep 2020
reviewed by 'Phil'
Opening Hours
Address
Hera Management Services
Pilgrim House, 127-129 High Street
Billericay
Essex
CM12 9XY
0845 683 8812
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Lettings | 100% | 29% | £1,250 | £1,250 |
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 1 | 0 | 0 | 4 | 0 | 0 | 0 | 0 | 0 | 12 |
Areas covered
Services offered
- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
Advertise on
Members of
Rankings
Overall
Overall
Latest Properties
No Properties
Nov 24,2023
Nov 24,2023
0
people found
this helpful
this helpful
Absolutely the worst company I’ve ever dealt with. Nothing but problems for 9 years...
read full review
read full review
Was this helpful?
Yes
Yes
Nov 24,2023
Nov 24,2023
0
people found
this helpful
this helpful
If I could award zero stars I would. This organisation is sloppy and unprofessional. They have no 'lessons learnt' culture meaning the same mistakes are repeated over and over again. Service charges increase every year with diminished returns in terms of service delivery. They care ...
read full review
read full review
Was this helpful?
Yes
Yes
Jun 06,2021
Jun 06,2021
2
people found
this helpful
this helpful
Hera Management Services haven't paid the British Gas Bills for over a year in our apartment block. The latest bill was threatening debt collectors. I am worried about the repercussions of this but Hera are ignoring e-mails from myself and other worried residents. Avoid at ...
read full review
read full review
Was this helpful?
Yes
Yes
Jan 11,2021
Jan 11,2021
2
people found
this helpful
this helpful
Hera have been our management company for the last 5 years. They have taken our money without living up to their contractual duties.
They stone wall you. Try to put the blame on everyone else, promise to deal with problems & do nothing. They refuse to rectify ...
read full review
read full review
Was this helpful?
Yes
Yes
Nov 19,2020
Nov 19,2020
4
people found
this helpful
this helpful
This company needs to be taken to court by all the residents that pay them for services they don’t do. We should all get together and employ a solicitor....
read full review
read full review
Was this helpful?
Yes
Yes
Sep 12,2020
Sep 12,2020
1
people found
this helpful
this helpful
Only gave one star because I cannot give zero (or minus stars) Hera are a group of money obsessed buffoons who I wouldn’t trust to maintain a Wendy house never mind a block of apartments. Been having problems with the outside drains for months ...
read full review
read full review
Was this helpful?
Yes
Yes
May 02,2019
May 02,2019
0
people found
this helpful
this helpful
Hera were so efficient and customer focused throughout my business with them.
They kept me informed and up to date with each step of the process and responded to my every query.
I would very much happily used them again for my referencing needs. Highly ...
read full review
read full review
Was this helpful?
Yes
Yes
Jul 31,2018
Jul 31,2018
3
people found
this helpful
this helpful
They are looking only after money. If would be possible to give it to them -10 STARS I will be very happy. Very very poor customer services. I don't have words to describe that company....
read full review
read full review
Was this helpful?
Yes
Yes
Jan 26,2018
Jan 26,2018
4
people found
this helpful
this helpful
0 (Zero) Star.
Stay away from them. They are a bunch of incompetent people. I don't know how this company is still surviving? They can't get small things done. Our apartment lift is broken from a long time and it breaks regularly, even after several requests ...
read full review
read full review
Was this helpful?
Yes
Yes
Jan 12,2018
Jan 12,2018
4
people found
this helpful
this helpful
It's astonishing that this company is still running. Their parent company, Swan New Homes, builds the properties then assigns Hera to manage them. Swan bailed Hera out for half a million pounds last year, so i guess it's not just our money they're terrible with; ...
read full review
read full review
Comment on agent fees
Not worth it. You could pay for a concierge in other buildings for the price we pay!
Was this helpful?
Yes
Yes
May 27,2017
May 27,2017
6
people found
this helpful
this helpful
If I could go back I would have just found another property. If you're reading this and wondering whether to go ahead with these people I strongly suggest looking elsewhere....
read full review
read full review
Was this helpful?
Yes
Yes
Dec 23,2016
Dec 23,2016
6
people found
this helpful
this helpful
Hera Management is a pathetic excuse for a management services firm; a company which perfectly encapsulates a complete failing of and disregard for corporate governance combined with a breathtakingly incompetent staff. They have continually ignored reasonable requests from residents on issues of safety where they ...
read full review
read full review
Comment on agent fees
Extortionate for very little in return. What makes it worse is that their accountant seems to have a very bad grasp on figures and is continually revising amounts owed.
Was this helpful?
Yes
Yes
Dec 23,2016
Dec 23,2016
4
people found
this helpful
this helpful
I live in a block managed by Hera Management Services and built by Swan. It is not secure because the car park shutters are often out of order, because the doors from the car park into the building are fitted the wrong way round (everyone ...
read full review
read full review
Attachments
Was this helpful?
Yes
Yes
Dec 16,2016
Dec 16,2016
4
people found
this helpful
this helpful
I bought my home two years ago from Swan and was very excited to move in.
Little did I know that Hera was going to completely neglect its responsibilities of providing paying residents with safe and secure properties. They are rude, unprofessional, never provide straight ...
read full review
read full review
Was this helpful?
Yes
Yes
Dec 16,2016
Dec 16,2016
3
people found
this helpful
this helpful
Could not be worse. Don't care about residents safety. Drug deals on the roof, access into block by anyone, doors broken and fitted the wrong way round so you press a button to enter and need a fob to exit!!!!! Absolute sick joke. Try to ...
read full review
read full review
Comment on agent fees
Appalling
Was this helpful?
Yes
Yes
Nov 02,2016
Nov 02,2016
5
people found
this helpful
this helpful
Avoid. Avoid. Avoid. Avoid.
Hera Management Services Limited care only about getting paid. They do not care about residents, they do not care about safety, they do not care about providing the service they agreed to or promise.
We have issues with security, we have ...
read full review
read full review
Comment on agent fees
Terrible value for money, far too expensive.
Was this helpful?
Yes
Yes
Sep 30,2016
Sep 30,2016
5
people found
this helpful
this helpful
I would like to give you my experience of how the Hera Management and EnerG Switch have treated me in my experience of getting the heat interface unit of my flat repaired.
I live in one of the flats in Streamlight Tower in Tower Hamlets ...
read full review
read full review
Comment on agent fees
Building has no facilities like gym/garden other than 2 lifts and 12 hour concierge and they still manage to charge almost £200 per month for this in service charge.
Was this helpful?
Yes
Yes
No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
No procedure available.
